Clinical Care Coordination Supervisor

Mission Statement

Through the use of social and restorative justice principles, Five Keys provides traditionally underserved communities the opportunity to improve their lives through a focus on the Five Keys: EDUCATION, EMPLOYMENT, RECOVERY, FAMILY, COMMUNITY.

Five Keys Overview

Five Keys is a nonprofit organization that operates an extensive network of programs across California. With a presence in 14 counties and over 120 locations, Five Keys focuses on various initiatives aimed at empowering individuals and families to overcome poverty and inequity. The organization's programs encompass a wide range of services, including public charter schools, restorative justice programs in jails and prisons, shelters, permanent supportive housing, and the development of new housing and support programs. At Five Keys, the overarching objective is to uplift individuals and families by providing them with essential resources. This includes education, housing, employment, and the necessary tools to sustain their progress. By offering these fundamental elements, the organization aims to create positive and lasting change in communities, making them better places for everyone.

Housing Services Overview - A Unique Opportunity 

Five Keys Housing Services aims to provide a warm, thriving community of support and services tailored to the unique needs of unhoused individuals at our various sites. Our goals are to provide outstanding customer service to our guests; excellent training and support to our staff; and ensure a safe, welcoming and clean environment for each of our guests to call home as long as they are with us.  Our housing sites are unique in their approach to our clients, emphasizing low barriers to entry and a flexible approach to rules and requirements.  Our goal is to support people who are often unsuccessful in traditional shelter or housing settings. 

Our Core Competencies

A well qualified candidate has the capacity to communicate effectively, collaborate with others while building positive relationships, demonstrates strong problem solving skills, has a dynamic learning mindset, and remains committed to a high level of cultural and social awareness. A successful candidate will work well under pressure, observe appropriate boundaries and operate with a high degree of emotional intelligence.

What it’s really like to join our agency…

At Five Keys, culture matters. Culture is at the very core of everything we do and impact on a daily basis. We’ve made a commitment to building an inclusive culture that seeks collaboration over hierarchy to create empowered work teams. We serve vulnerable populations daily and we strive to approach everyone with compassion, patience and a trauma informed approach. We choose to push past discomfort to have difficult conversations to impact the greater good. This allows us the opportunity to collaboratively create an inclusive culture and transform the world around us.

BENEFITS

We offer very low monthly costs for medical, dental, and vision insurance, along with generous time off! Various pre-tax flexible spending accounts and retirement account 403(b) are available. We provide annual reimbursements up to $100 towards gym membership, smoking cessation, and weight loss programs. Annual athletic event participation and annual massages are reimbursed up to $50. Other Company-paid benefits, including free wellness-related apps, an Employee Assistance Program, and a comprehensive mental health care platform, are available to you and your dependents.

JOB SUMMARY

The Clinical Care Coordinator Supervisor, reporting to the Deputy Director of Housing, is a licensed Behavioral Health Clinician (LCSW or LMFT) responsible for leading the Care Coordination team and providing clinical assessments, referrals and crisis intervention to guests in our San Francisco Emergency Stabilization Units.  A crucial component of this position is working to minimize the impact of emergencies and facilitate a swift return to stability during the 28 to 120 days these guests reside with us. 

Additionally, the role is responsible for developing systems, facilitating client-centered case conferences to address complex challenges, and providing ongoing training and support of case coordinators. This is an in person role, requiring frequent engagement with staff and guests, the ability to foster a supportive atmosphere, and a solid knowledge of clinical and other resources that are available in San Francisco County.  

We are looking for someone who insists on maintaining a positive attitude and enjoys supporting a diverse group of people. This job is for you if you are dedicated to addressing the physical, emotional, and mental health needs of those experiencing homelessness. You also possess advanced clinical knowledge, experience with systems-based practices for substance use and mental health, and excel in communication and rapport building while maintaining professional boundaries. Five Keys promotes a respectful and equitable work environment, encouraging creative and critical thinking.

This position is primarily assigned to the Housing Division, with approximately 5 hours per week allocated to the Programs Division. 

JOB DUTIES AND RESPONSIBILITIES

• Recruits, hires, evaluates, coaches, trains and supervises Care Coordinators
• Provides guidance on clinical intervention strategies, treatment planning, and behavioral health screenings to ensure Care Coordinators maintain excellent service delivery standards
• Fosters a collaborative, team-based environment focused on exceptional client care
• Ensures Care Coordinators maintain accurate documentation of patient’s electronic health records 
• Conducts chart audits for documentation compliance, provides staff guidance, and recommends needed training
• Works closely with the Deputy Director of Housing, the VP of Programs and Partnerships, the Director of Home Free, the Department of Public Health, and other community partners to update, develop and implement programmatic policies and procedures
• Provides crisis intervention and de escalation services to guests and training for staff
• Institutes and promotes procedures that minimizes the impact of emergencies and facilitate a swift return to stability
• Facilitates case assignments, conducts staff meetings, and manages staff schedules for coverage
• Ensures departmental compliance with relevant federal, state, and local regulations, and departmental policies and procedures
• Confers with staff regularly on techniques, case progress, and professional development and quality of care oversight 
• Provides in-service training for staff as needed
• Utilizes psychosocial theories to assess and documents  social, emotional, and physical needs of guests and implement action plans and referrals that promote stability
• Through the use of clinical assessments and ongoing contact, assists guests in navigating the environmental and psychological challenges of diagnosed mental illness, explain treatment options, and make appropriate referrals
• Lead regular case conferences to provide supervision and consultation for Care Coordinators, including selecting cases for discussion, reviewing case records, assessing treatment needs and modifying plans as necessary
• Suggest and implements enhancements to the quality of service offerings at our facilities
• Other duties as assigned

KNOWLEDGE AND SKILLS

• Ability to comfortably work in a facility which houses and serves the unhoused
• Ability to maintain professional boundaries, including confidentiality while working in an environment where frequent contact with guests and clients is inevitable
• Self-starter who is able to independently drive initiatives forward and seek input when appropriate
• Ability to work as part of a multidisciplinary team with sensitivity to a diverse population of clients and staff
• Eager to learn and adapt to a dynamic environment
• Able to maintain professional, respectful, and transparent interactions with participants, staff, leadership and external agencies
• Advanced communication skills and the ability to engage a diverse audience
• Solid understanding and advance skill in trauma-informed care and the harm reduction approach 
• Strong charting and record-keeping skills
• Proficient in leadership, service delivery, case management fundamentals and clinical 
• Excellent organizational and problem-solving skills with keen attention to detail
• Willingness to take on additional responsibilities as needed to ensure excellence in programmatic offerings
• Highly proficient in professional clinical knowledge and applicable laws and regulation
• Strong clinical understanding of adult mental health, substance use, Cognitive Behavioral Therapy, and Motivational Interviewing
• Knowledge of and sensitivity to the challenges faced by individuals with substance abuse and/or mental health issues such as PTSD, psychosis, borderline behaviors, bipolar, etc.
• Excellent collaboration skills and ability to demonstrate a genuine interest in finding solutions
• Advanced proficiency in MS Office, Gmail, and Google Drives/Docs with excellent verbal and written  communication
• Able to maintain strict confidentiality and take all precautions when handling sensitive information
• Outstanding customer service skills, with a commitment to thorough follow-up and support

EDUCATION AND WORK EXPERIENCE

• Licensed Mental Health Provider through the CA Board of Behavioral Sciences (I.e. LCSW or LMFT) required
• Master's degree or 5+ years of related experience
• 2-4 years of leadership experience
• 3-5 years experience in program design, development and implementation 
• Advance skill and the ability to teach others excellent customer service, de-escalation, crisis intervention, anger management, mental health awareness, compassion fatigue, implicit bias and trauma informed care
• Prior experience working with homeless populations, formerly incarcerated individuals, returning citizens (reentry) or with other marginalized populations required
• Prior experience working with people facing mental health challenges (PTSD, psychosis, borderline behaviors, bi-polar, etc.), disabilities, or substance abuse issues highly desired 
• Ability to travel to multiple sites in a timely and cost efficient manner

PHYSICAL REQUIREMENTS  

• To promote the health and safety of its employees, those we serve and our local communities, Five Keys requires that all employees must be fully vaccinated against COVID-19 and/or adhere to all weekly testing and safety measures. Employees may also request and receive approval for an exemption from this policy. Exemptions are granted to accommodate a medical condition or sincerely held religious belief. 
• Must wear provided PPE (Personal Protective Equipment) and adhere to all safety guidelines and requirements, when needed
• Occasional reaching with hands and arms
• Travel to multiple sites required
• Frequent and prolonged standing, walking, and sitting
• Long periods of walking, sitting at a desk and/or computer station
• Lifting items that weigh up to 25 lbs.; reaching, bending, carrying and stooping within the daily routine of tasks and activities
• Long periods of moving throughout the site and remaining stationary at a desk and/or computer station
• Clear TB Risk Assessment (or results, as needed) dated within 60 days of hire to be submitted within 10 days of hire required  

ADDITIONAL REQUIREMENTS

This position is contingent upon: 

• Submitting proof of clear TB results. Results dated within 60 days prior to hire date are acceptable

WORK ENVIRONMENT  

• Moderate to high noise level
• Work environment varies from site to site
• Some personal safety risk working in high-crisis environments
• Travel required to Housing locations and Five Keys sites throughout the San Francisco Bay Area 

GROWTH OPPORTUNITIES

At Five Keys, we understand that when our employees grow, the agency has a greater capacity to thrive and accomplish its mission. It is for this reason that we remain committed to providing ongoing professional development opportunities for all of our employees. These include but are not limited to: conferences, staff development training, and coaching plans that allow incumbents to grow into new positions within and across programs within the agency-wide (i.e., charter schools, housing services, programs, transitional employment, nonprofit administration, etc).